19-20 November 2013, Rydges Melbourne, Australia

$945 + GST to attend the forum Before 18 Oct 2013

Public Sector Industry - Academic

One-day connected forum and two interactive workshops

Change Management

Business Architecture

Six-Sigma & Lean

Knowledge Management

Customer Experience

Hear from our expert panel of forum speakers:

Australian Bureau of Statistics BlueScope Steel Limited

Integrated Enterprise Excellence

Pacific National Rail National ICT Australia Limited QueenslandRail

This interactive forum brings together experts and business practitioners from a range of industries allowing you to gain knowledge and learn from crossindustry perspectives!

BT Financial Group Social Media Navigator Imre Hegedus Consulting BPM Link

Post-Forum workshops:
Wednesday, 20 November 2013
Workshop A: Information: The missing ingredient to BPM success? Facilitated by: Matthew De George, Principal Consultant, SMS Management & Technology Workshop B: How to improve customer satisfaction and reduce costs Facilitated by: Johan Nelis, Practice Manager - Business Improvement & Service Management, Business System

Supported By:

w w w. b p m a s i a p a c i f i c . c o m

With the emergence of web 2.0, cloud, mobile, social media and new technologies organisational structures in the specilised sectors are evolving and becoming more and more complex but there is also an ever growing need to minimise costs and increase business efficiency. Many organisations are continually striving for to improve their business processes, enhance value creating activities and enable a platform for innovation and creativity. Many practitioners in this area are grappling with implementing a successful business process management strategy that aligns with business goals and vision. They also face several barriers to achieve Business Process Management (BPM) success due to siloed thinking, socio-political factors and unsupportive organisational culture.

CONNEcTED FoRUM - Tuesday, 19 November 2013

8.30 Registration and refreshments 9.00 Chairperson's opening remarks Imre Hegedus, Managing Director, Imre Hegedus Consulting, Director, BPM Link Understanding the need and setting up an effective BPM CoE Building an integrated BPM CoE Strategies for implementing a successful BPM Queensland Rail BPM CoE: Case Study Gilson Do Vale, Customer Experience Business Analyst, QueenslandRail 2.00 Pacific National Rails Six Sigma journey so far: successes, challenges and lessons learnt: Case study The power of a structured and well-supported Six Sigma program Identifying and defining improvement opportunities, delivering results and maintaining the gains Improvement roadmap and the importance of a process-based framework 2.45 3.00 Peter Wolff, Six Sigma Program Manager, Pacific National Rail Afternoon refreshments and networking Aligning business improvement with enterprise application architecture and ICT infrastructure Service modelling of the enterprise architecture (Business, Software & Data, Infrastructure) Constructing and managing an Enterprise Service Catalogue (ESC) Integration of business process improvement with ICT transformation Dynamic and predictive analysis of change using enterprise simulation Enhancing governance and de-risking transformation projects Dr Jonathan Gray, Director, Performance Assurance, National ICT Australia Limited Technology and tools roundtable discussion This interactive session gives you the opportunity to hear two practical case studies of how technologies can leverage and compliment business processes management Technology 1: Promapp Promapp is cloud based software for creating and storing business processes online. It's easy to use, and being a fully web based tool; process changes (improvements) are performed and approved online, in the cloud. Case study: Local Government Council Challenge: How to emotionally engage people to encourage then to share their ideas as to how to reduce variability in processes. Facilitated by: Rob Palmer, Director, Southern Cross Quality Advisors; Allan Palmer, Director, Dynamic Knowledge Solutions Pty Ltd Technology 2: Avoka Case study: Mobile as the front-end to Business Processes A major banks story Challenge: Understanding your customers transaction experience when applying, borrowing, and claiming, and cost effectively delivering a mobile transaction experience for critical business processes. Facilitated by: Derek Corcoran, General Manager, Avoka Bringing it all together: Interactive Discussion BPM Governance, Business Architecture, Change Management, Systems Thinking, Six Sigma, Business Function Models, Technology Enablement, ...and more! This concluding session of the Forum will involve all participants in developing an overall framework of how the various topics discussed over the course of the day relate to each other. Imre Hegedus, Managing Director, Imre Hegedus Consulting, Director, BPM Link End of forum

9.15

10.00 Aligning business architecture with the overall business vision Embedding BPM in the businesss strategic plan Understanding the enterprise architecture needs Devising business process strategies that support business objectives Samantha Fyfe, Director Program Management Office & Reengineering Centre of Excellence, Australian Bureau of Statistics Fiona Ryan, Director of Program Management Centre of Excellence, Australian Bureau of Statistics

10.45 Morning refreshments and networking - tweet #yousability 11.00 Using Social Media, Change Management and Content Management to enable effective BPM Enabling employees to initiate effective business process changes Encouraging collaboration and communication across geographic or structural silos The challenge of effective content and communications to facilitate BPM success Creating the best environment for BPM through effective key sponsorship, social business and change management strategies 11.45 Business function modelling at BlueScope Steel: Case Study Linking process modelling into a broader organisation framework Applying a business function model Benefits of classifying processes and indentifying duplication Learnings from initiatives Jobi Petty, Lead Business and Information Architect, BlueScope Steel Limited Michelle Lambert, Director, Social Media Navigator

3.45

12.30 Networking lunch (let us know if you have any special dietary requirements 2 weeks
prior to forum)

4.30

1.15

Understanding productivity levers in a service environment Seeing the bigger picture through Systems Thinking Using BPM with Lean Six Sigma to assess, deliver and monitor improved productivity Why sustaining improvements is harder than it seems

Ben Haigh, Senior Manager Process Architecture, BT Financial Group

5.00

POST- FORUM workshopS Wednesday, 20 November 2013

Information: - the missing ingredient to BPM success?

Registration: 8.30 am Workshop starts: 9.00 am Workshop ends: 12.00 pm Facilitated by: Matthew De George, Principal Consultant, SMS Management & Technology About the workshop: Business performance improvement happens one decision at a time. Around each decision is a nexus of information which links the decision to your organisation's strategy, financial performance, and to customer value. When BPM initiatives aren't aligned to the way modern organisations govern and optimise information, they are limited in their effectiveness. Attend this workshop to understand how aligning your BPM initiatives with your information management agenda can dramatically improve process performance and decision-making across your organisation. Attendees will learn how to: Identify the information assets critical to your organisation Develop strategies to enhance your BPM initiative through improved information management Structure programs which integrate information with BPM Manage real-time customer experiences Create rich digital channels Drive productivity improvements About the workshop leader:
Matthew specialises in information-enabled business transformation - where there is a direct correlation between the optimisation of information and the optimisation of business performance. He has worked with high-profile clients in the banking, aviation, fast-moving consumer goods, and electricity industries, as well as with government organisations

How to improve customer satisfaction and reduce costs

Registration: 12.30 pm Workshop starts: 1.00 pm Workshop ends: 4.00 pm Facilitated by: Johan Nelis, Practice Manager - Business Improvement & Service Management, Business System Consultant, Oakton About the workshop: Most organisations feel that they need to choose between either good customer satisfaction or reduction of cost. However, by focussing on reduction of errors, streamlining processes and focus on value-add activities both objectives can be achieved. In this interactive workshop we will demonstrate how to improve customer satisfaction and reduce costs in your organisation on basis of best practice, case studies and pragmatic tools, such as voice of customer, customer journey and Kano-modelling. During the course of the workshop you will compile an action plan that you can use in your organisation, you will be able to discuss your specific challenges and ask specific questions About the workshop leader:
Johan Nelis is a renowned BPM expert and author of 2 BPM Bestsellers: - Business Process Management Practical Guidelines for Successful Implementations - Management by Process a Roadmap to Sustainable BPM He has successfully assisted companies in executing their strategy and achieving significant and sustainable benefits. He is passionate about sharing BPM knowledge through his worldwide lectures and interactive trainings sessions as well as the BPM Australia group on LinkedIn and various BPM forums. Johan started his career as a United Nations Advisor and works currently as a Practice Manager at Oakton focussed on BPM, Customer Experience and Service Management.

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Business Process Management 2013

19-20 November 2013, Rydges Melbourne

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Booking conditions 1. Bookings can be submitted at any stage prior to the event, subject to availability. A limited allocation is being held and booking early is therefore recommended. In the event of the booking not being accepted by Ark Group Australia the total amount will be refunded. 2. Payment must be received in full prior to the course. 3. All speakers are correct at the time of printing, but are subject to variation without notice. 4. If the delegate cancels after the booking has been accepted, the delegate will be liable to the following cancellation charges: Cancellations notified over 45 days prior to the event will not incur a cancellation fee. In the event of a cancellation being between 45 and 30 days prior to the event, a 20% cancellation fee will be charged.
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